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Skills

  • Customer relationship management
  • Microsoft Office
  • Upselling techniques
  • Phone etiquette
  • Customer engagement strategies
  • Proficient in ServiceNow
  • Call escalation reduction
  • Documentation and reporting
  • Live chat support
  • Verbal and written communication

Work Experiences

  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Collaborated with management to come up with proactive customer service solutions and put them into action.
  • Provided a superior customer experience in order to build a loyal customer base.
  • Collaborated with coworkers and managers to resolve difficult and high-level customer issues.
  • Assisted customers in choosing and customizing available items to meet their specific needs.
  • Planned streamlined with Call Center Representative teammates to handle customer requests.
  • Consistently maintained 17% customer satisfaction ratings through quality control and launched.
  • Spoke with customers about their SAP concerns and desires, quickly grasping issues and applying personal expertise and company procedures to resolve issues and increase sales.
  • Used Workday for case management.
  • Provided product and service details and information to customers.

Summaries

  • Dedicated to meeting and exceeding system objectives through effective communication and metric abilities.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Tableau expert with 3 years of experience in related roles.
  • Dedicated to exceeding expectations and leading the team to success.
  • Fluent in French. Personable and professional communicator.
  • Call Center Representative with over 5 years of experience contributing to client satisfaction, loyalty, and retention.
  • Successful Call Center Representative with 8 years of customer service experience by improved.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Excellent process improvement skills and articulate communicator.
  • Willing to travel and work a variety of shifts.

Accomplishments

  • Launched
  • Maintained
  • Reviewed
  • Awarded 8 merit increases during the first 15 years of employment.
  • Contributed to a 8% drop in shoplifting through increased awareness and intervention measures.
  • Contributed
  • Implemented
  • Winner of the “Beacon Labs Employee of the Quarter” Award, initiative.
  • Streamlined
  • Protective Services: Applied safety procedures and policies as outlined in Department Safety Manual.

Affiliations

  • Global Association for Contact Center Professionals (GACCP)
  • Customer Experience Management Group
  • National Support Center Professionals
  • International Customer Relationship Management Institute
  • American Marketing Association
  • Toastmasters
  • National Customer Service Association (NCSA)
  • International Business Communication Standards (IBCS) Association
  • Customer Service Management Group
  • Society of Customer Service Professionals

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA Customer Service Professional (CSP+)
  • Certified Public Accountant
  • Certified Technical Support Specialist - Beacon Labs
  • Google IT Support Professional Certificate - system
  • Microsoft Office Specialist (MOS) | Microsoft
  • Adobe Certified Expert (ACE) ServiceNow
  • Handling Difficult Customers Certification - Lakeside Partners
  • ServSafe
  • Microsoft Certified Application Specialist (MCAS)

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